Everand Logo

Welcome to Everand!

  • Discover this podcast and so much more

    Podcasts are free to enjoy without a subscription. We also offer ebooks, audiobooks, and so much more for just $11.99/month.

    Ep. 181: UPS Capital's Mark Robinson | How Agile Turns Customer Feedback into Fast Fixes

    Ep. 181: UPS Capital's Mark Robinson | How Agile Turns Customer Feedback into Fast Fixes

    FromCustomer Confidential: Untold Stories of Earned Growth

    Start listeningView podcast show

    Ep. 181: UPS Capital's Mark Robinson | How Agile Turns Customer Feedback into Fast Fixes

    FromCustomer Confidential: Untold Stories of Earned Growth

    ratings:
    Length:
    35 minutes
    Released:
    Jun 25, 2020
    Format:
    Podcast episode

    Description

    Mark Robinson, president of UPS Capital, the financial services subsidiary of UPS, joins me to discuss how the adoption of the Net Promoter System at UPS Capital was turbocharged by Agile ways of working and how Agile teams were able to radically speed up needed fixes to the customer experience that frontline employee identified in their huddles.  
    Released:
    Jun 25, 2020
    Format:
    Podcast episode

    Titles in the series (100)

    The Customer Confidential Podcast unlocks a world of unparalleled customer and employee loyalty insights. Host Rob Markey, a Net Promoter System pioneer, uses his deep expertise and empathetic approach to challenge conventional wisdom, peel back layers of typical advice, and expose the real stories of industry transformation. Take a deep dive into discussions on CX, customer journey, customer insights, Net Promoter Score, and more. Every episode is a master class in loyalty. Guests include CMOs, CXOs, and heroes of customer-centric transformation, along with thought leaders who inspire them. Exploring organizational structures, operating models, goals, and metrics, Rob and his guests from companies such as Vanguard, American Express, and more bring to light practical marketing, product, customer experience, and technology strategies for earning customer-focused growth. This podcast is your source for untold stories of customer and employee loyalty. Challenging, insightful, and instructive—all in one place. Earned growth starts here.